In the event of denied boarding, cancellation of a flight or a long delay, the Carrier is committed towards its Passengers in compliance with the provisions of Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004, its subsequent amendments, and interpretations as well as national regulations.
The complaint handling will take place directly with the Passenger within 6 (six) weeks from the date of receipt of the complaint. In view of the above, in case of complaints and/or warnings received from the Passenger’s lawyers, attorneys or other representatives, these will not be handled.
Requests for reimbursement of legal expenses or even by way of contribution, will not be paid, and are the sole responsibility of the Passenger. Any indemnities and/or compensations that may be recognized in favor of the Passenger shall be considered, by law, the exclusive right of the Passenger. If due, the Carrier will pay the compensations and/or indemnities directly to the Passenger and, at the same time, declares not to accept assignment of claims even if formally notified. The Passenger accepts, acknowledges, and undertakes not to transfer to third parties any claims owed to the Carrier.
Alternative Dispute Resolution
Where the proposal for settlement of the dispute is not accepted by the Passenger, in the event of a potential conflict, the Carrier prefers to refer to Alternative Dispute Resolution (ADR) procedures to be activated by entities established under the ADR Directive and undertakes to participate where they are effectively carried out.
The Parties hereby agree that ADR procedures are in any case a prerequisite for the commencement of proceedings. If the ticket was purchased online, passengers can also settle disputes through an online dispute resolution (ODR) platform, under art. 14 reg 524/2013 (ODR regulation), which can be accessed through the following link.
Details of the rights recognized by the aforementioned regulation are available here Regulation (EC) 261/2004.